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SMB Customer Success Manager

Washington DC or Remote

About Virtru:

Virtru is a leading data protection provider backed by some of the foremost venture capital firms in Silicon Valley and the Mid-Atlantic region, including Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global. Today, more than ever, data demands respect, and that’s why Virtru is committed to changing the rules for data privacy. At Virtru, we equip our customers to take granular control of their data—everywhere it’s shared—through end-to-end encryption for Google, Microsoft, and other data sharing platforms. Our market-leading portfolio of data encryption and privacy enhancing applications are remarkably easy to use, fast to implement, affordable for all, and built on the Trusted Data Format (TDF) open standard.

At Virtru, our motto is "Respect the people. Respect the data." Respecting data to us means keeping it secure and protected at all times across its entire lifecycle. We firmly believe that when you respect data, you’re demonstrating respect for the people who own that data.

Working at Virtru, you'll be inspired by colleagues who are passionate about the work they do. We are dedicated to creating an atmosphere that sparks creativity, connection, and professional growth while empowering each other to do our best work. We're building something special at Virtru. We hope you consider joining our team and helping us create a brighter future for data privacy.

Compensation: $50,000 - $75,000/year

About the Role

Virtru is looking for a Customer Success Manager to own our large book of SMB customers.  This new role will be responsible for managing a large pool of small accounts (thousands of accounts). To do this successfully, you will need to be a great CSM, but also have proven experience driving operational improvements and running 1-to-many campaigns to augment your 1to1 efforts. 

This role is 70% customer success, 20% marketing, and 10% operations. 

Responsibilities include:

  • Own our downmarket onboarding process. This will include training new customers on Virtru’s products in 1to1 trainings and group webinars. 
  • Manage and run renewals for strategically important customers. 
  • Temporarily own accounts for fixed engagement periods, such as onboarding, at-risk scenarios, and account reviews. 
  • Conceive, create and execute 1toMany campaigns designed to tee up 1to1 conversations that increase engagement, drive usage, and minimize risk. 
  • Build processes and experiences that drive efficiency and prevent the need for a human touch. This will include owning our down market email drip campaigns. 
  • Track and analyze customer usage and engagement to identify opportunities to deliver value across the base and fuel campaign creation.
  • Identify expansion and cross-sell opportunities for our Sales team.
  • Generate invoices and jump in to assist our Accounting team with collections for overdue and delinquent accounts.
  • Create your own processes, plays, and sequences that allow future CSMs to seamlessly fold into our pooled model. 
  • Jump in to handle any other outlier scenarios across the base.

 

About You

  • 2+ years experience working with customers (ideally as CSM, Account Manager or Sales Rep)
  • At least 2+ years of experience supporting technical products, applications and/or environments.
  • Proven experience running 1toMany campaigns across a large set of customers.
  • Proven experience driving efficiency via operational improvements
  • Experience running training calls and webinars
  • Ability to interact with both technical and non-technical staff and customers.
  • Strong technical aptitude and problem-solving skills. 
  • Experience with renewals and/or negotiations. 
  • Positive, customer-oriented attitude.
  • Comfortable working in a fast-paced environment, both independently and in a team. 
  • Exceptional written and verbal communication skills
  • Strong organizational and prioritization skills

 

Extra Credit (Not required but will come in handy!)

  • Experience working in a pooled CSM model. 
  • Salesforce, Outreach and/or Hubspot Experience

Virtruvian qualities that will set you up for success:

  • Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
  • Strong sense of urgency with an action-oriented mindset
  • Able to collaborate and adapt to shifting priorities as business needs evolve
  • Comfortable with asynchronous communication including slack, email, zoom, etc.

Perks & Benefits: 

At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as…

  • A Remote-First Approach — Virtru is committed to being forever flexible when it comes to where, how, and when you get your work done. You have the option to work from home if that suits you best, or work from our DC Headquarters if you prefer being in person!
  • A Flexible PTO policy — we strongly encourage you to take a minimum of 25 days off annually (in addition to 12 federal holidays) to ensure that you are getting the proper time needed to unplug and recharge.
  • A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
  • A $250 Work-From-Home Stipend to help make your office space more comfortable and productive.
  • Internal mobility options for those interested in exploring their skills in other areas of the business
  • Frequent company-sponsored Team Celebrations that provide ample opportunities to connect with teammates and be social!
  • Access to an Employee Assistance Program.
  • Access to Headspace, a mental health app tailored to your specific needs.
  • A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.

In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority. The Council also hosts a range of events throughout the year focused on the continual education of our teammates on social justice issues, current events, and marginalized cultures and communities. 

Additional perks include: 

  • Competitive compensation
  • Generous parental, medical, and bereavement policies
  • Uncapped commissions for Sales roles
  • 401K and stock options
  • Full medical, dental, and vision benefits
  • Annual Winter Hackathons and Summer “InnoVation Weeks” (in-person optional)
  • New Hire Swag and IT Welcome boxes
  • Structured semi-annual 360° performance reviews
  • Transparency is at the core of how we operate and everything we do! 

Virtru is currently operating in a remote-first capacity; however, there are plenty of opportunities to connect with the team in person throughout the year, both in and out of the office, whether they be team-specific or company-wide celebrations and events.

Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

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